National Air Traffic Services: Operational Failure

Baroness Randerson Excerpts

Tuesday 5th September 2023 Lords Chamber

[Baroness Vere of Norbiton (Con)]

There was not, because the miliary planners would not have been able to take over the system as quickly as NATS was able to. There are well-established contingency plans in NATS on what to do in these sorts of very rare events, and those plans were followed. There was a restriction on flow; however, as many flights as possible were kept flying.

[Baroness Randerson (LD)]

My Lords, whatever the cause of the problem, from the passengers’ point of view there was disruption to their flights and many passengers reported being very poorly treated by their airlines. As has been pointed out, it is the airlines’ responsibility to deal with the problem, however they might be reimbursed in the end. Can the Minister explain to us what the Government intend to do to increase the powers and resources of the CAA to ensure that, when passengers have disruption to their flights, they are properly and promptly compensated?

[Baroness Vere of Norbiton (Con)]

As the noble Baroness will be well aware, we retained EU 261, which became UK 261, which puts certain obligations on the airlines to provide information on rights, refunds or rerouting, and care and assistance. Broadly, that is working very well. The CAA already takes action on the airlines not complying with that. The noble Baroness may have seen, a few weeks ago, that the CAA reached an agreement with Wizz Air to go back over many years to rectify some of the times when it had not treated passengers in line with those obligations. However, the Government will legislate, when parliamentary time allows, to give the CAA additional administrative powers to enforce consumer laws.